{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,23]],"date-time":"2026-07-23T19:46:41Z","timestamp":1784836001648,"version":"3.55.0"},"reference-count":118,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2006,5,1]],"date-time":"2006-05-01T00:00:00Z","timestamp":1146441600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2006,5,1]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>The purpose of this paper is to review research and is to gather conceptual perspectives on the role and nature of e\u2010service, and the e\u2010service experience. Recent advances in technology have created a surge in technology\u2010based self\u2010service or e\u2010service, and there is an increasing recognition of its role in differentiation and customer interfaces.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>An exploration of the inherent characteristics of technology facilitation of service, including notions of information service and self service, leads to definitions of e\u2010service and the e\u2010service experience. The following section explores two differentiators to the service experience: e\u2010service encounters, elements and episodes; and e\u2010service's role in the total multi\u2010channel experience. Finally the growing body of work on e\u2010service quality is reviewed in pursuit of an understanding of how work on dimensions of e\u2010service quality informs understanding of the nature of the e\u2010service experience.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>In order to understand e\u2010service experiences it is necessary to go beyond studies of e\u2010service quality dimensions and to also take into account the inherent characteristics of e\u2010service delivery and the factors that differentiate one service experience from another.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The paper reviews the factors that impact on the nature of the e\u2010service experience, taking a wider perspective than that adopted by many researcher on e\u2010service when they focus on the identification of the dimensions of e\u2010service quality. In order to manage the e\u2010service experience it is important to develop a clear articulation of the nature, boundaries, components and elements of specific e\u2010service experiences, and to further investigate the interaction between these factors and service quality dimensions.<\/jats:p><\/jats:sec>","DOI":"10.1108\/10662240610673736","type":"journal-article","created":{"date-parts":[[2006,7,4]],"date-time":"2006-07-04T08:49:11Z","timestamp":1152002951000},"page":"339-359","source":"Crossref","is-referenced-by-count":287,"title":["An analysis of the e\u2010service literature: towards a research agenda"],"prefix":"10.1108","volume":"16","author":[{"given":"Jennifer","family":"Rowley","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","reference":[{"key":"key2022020520200951600_b2","doi-asserted-by":"crossref","unstructured":"Agarwal, R. and Venkatesh, V. 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